Clevertouch | Quick Tips | OTA Update will not update the screen

When dealing with OTA issues, here are the best practices to try and resolve the issues before logging a ticket:

1. Network Requirements Document - please make sure that this has been passed to you network admin team who manage your firewall. A copy of the network requirements document can be found here.

2. Hotspot Test - this is to see if the above has been carried out. To complete this, please see the steps below:

   1. On a mobile device, go to your Wireless Hotspot setting and turn this on
      (Make sure you have an indentifiable hotspot name and know the password)
   2. Go to the Clevertouch screen's Wireless settings
   3. Connect the screen to your wireless hotspot 
   4. Try and complete the OTA update again, by coming out of the wireless settings, and go to either "About" or "System" > "About", to then see the "Check updates button" 
      
      If the screen connects to the OTA server, and the update downloads - this means that step 1 has not been carried out correctly, in which the rules on the firewall are not applied.

3. OTA Pathing (for non-EDLA screens) - for EDLA screens, the OTA path immediately finds the latest update and updates to that version of firmware.
   For our older generation of screens (Pre-EDLA), our screens require a point to point update, meaning that the latest version of firmware can only be reached if the previous updates have been completed.
   
   For example, if the latest firmware is marked as "20/09/2024", and there were two firmwares before that, both dated as July, and the previous one to that was April, both the April and July updates will need to be installed before the September update. This means if you complete 1 OTA update, and it is not on the latest version, you will need to keep updating via the OTA to get the screen on the latest firmware version.
   
   If your screen is running on a firmware which is not in the OTA path, for example the firmware was a BETA firmware from a previous support case, it will most likely not be on the OTA path. 

If all the steps above have been carried out, you can either try to update the OTA manually using the instructions here, or we recommend you log a case with our support team here.